Technology runs our world and runs your business. When your internet is down, it’s a near catastrophe of epic proportions. Don’t worry: DHT is standing by with quick tips for identifying your equipment, so our technicians can get you up and running as soon as possible.
01Internet is down: is it the modem?
Your ISP service and modem form the core connection between your network and the outside world. Modems are installed and operated by your Internet Service Provider (ISP) and, depending on the type of connection, have a round cable with a small thumb screw on the end that tightens into the port. The modem also has at least one Ethernet (network) cable running to your firewall, which monitors all traffic between the internet and your network. Your modem is subject to several issues that can cause you to lose internet.
ISP service outages
ISP service outages are the most common cause of your internet going down. They often happen after a storm or inclement weather, or can be caused by any number of factors outside your control. A quick call to your ISP will usually tell you whether there is an outage in your area.
Device fault
Another possibility is a fault inside the device itself. During troubleshooting, your IT provider will generally ask you to do what is called a power cycle on the modem. This lets the device clear internal errors and re-establish communication with the ISP to restore service (process below).
Age of the modem
Modems are designed to last, but technology progresses quickly. If your modem is 5 or 6 years old and no longer reliable, or doesn’t provide the speed you expect, contact your ISP or IT provider to find out whether it should be upgraded.
Pro tip: how to power cycle your modem
- 1Locate and verify the modemFind the modem and confirm it is indeed your modem before unplugging anything.
- 2Unplug the power cordRemove the power cord and make sure all lights on the modem are off (some modems have battery backups). Note: you WILL lose internet connection across your network during this time, if you haven’t already.
- 3Wait 30 secondsLeave the cord out for a full 30 seconds.
- 4Plug it back inPlug the modem back in and watch the lights come up. It will take a few minutes to communicate with the ISP, so be patient. Once the modem is back up, troubleshooting can continue.
02Internet is down: is it the wireless router?
Wireless routers are a different story. While the ISP modem provides the connection from your network to the internet, wireless routers provide internal wireless communication.
These range from a single device sitting in your office or network closet to one or more circular transmission devices called WAPs, or wireless access points. They can be harder to identify, since they usually have only a network cable plugged into the back and, except for the circular devices mentioned above, a power cord. If you lose your wireless signal, no need to panic. Contact your IT provider to help diagnose the issue.
You can also try a power cycle on these devices, using the same procedure as the ISP modem: remove the power cord, wait 30 seconds, then plug it back in.
03Internet is down: how to identify the source
To determine the issue, identify which signals are and aren’t available. If your cell phone can see the wireless signal but has no internet connection, that points to the modem. If your hard-wired computers can get on the internet but you can’t see a wireless network on your mobile device, that points to a wireless issue, not the ISP.
Contacting your IT provider and working with them to pin down the symptoms will help get you up and running as quickly as possible.
04About Darkhorse Tech
Whether you’re just starting out or a well-established organization, Darkhorse Tech has the experience and technology to help get you moving, cut costs, and streamline your operations with unlimited IT support. We help you do what you do best: provide top-notch care and service for patients, not deal with IT problems, time spent on hold with technical support, or complicated technical mishaps. Our additional security services include:
- Unlimited remote and/or on-site IT support of all your hardware and software
- Improved network performance and security
- HIPAA-compliant off-site and local backup service (Darkhorse Secure Backup)
- Managed antivirus, anti-malware, and anti-ransomware (Darkhorse Security Products)
- Compliance and security law standards
- Microsoft security patch management
- Vendor management: we will be on the phone, not your employees
- Secure, remote access to your office
- Firewall management
- Network management
- Long-term planning and budgeting
Contact us anytime to learn more about our dental-specific solutions and unlimited support packages. Read our reviews or call us today at 800.868.4504.
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